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Level 2 Certificate/Diploma in Aviation Environment (4955) Qualification handbook www.cityandguilds.com

October 2010 Version 2.0 (October 2011) Certificate in Aviation Operations on the Ground (Knowledge)

Diploma in Aviation Environment

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Level 2 Certificate/Diploma in Aviation Environment (4955) Qualification handbook www.cityandguilds.com

October 2010 Version 2.0 (October 2011)

Qualification title Number QAN

Level 2 Certificate in Aviation Operations on the Ground (Knowledge) 4955-22 501/0814/1

Level 2 Diploma in Aviation Environment 4955-23 501/0494/9

Level 2 Certificate/Diploma in Aviation Environment (4955)

City & Guilds Skills for a brighter future

www.cityandguilds.com


Contents

1 Introduction to the qualifications 1 2 Centre requirements 5 3 Course design and delivery 6 4 Assessment 7 5 Units 10 Unit 201 Health and safety within aviation 11 Unit 202 Aviation security 15 Unit 203 Aviation communications 19 Unit 204 Airport check in services 23 Unit 205 Aircraft boarding and arrival services 29 Unit 206 Airport baggage processing 35 Unit 207 Loading and unloading of aircraft 41 Unit 208 Airport baggage facilities 45 Unit 209 Aviation passengers with special requirements 49 Unit 210 Aircraft Load Instruction Reports 53 Unit 211 Aircraft marshalling 59 Unit 212 Support Flight Operations 63 Unit 213 Aircraft dispatch process 67 Unit 214 Employment rights and responsibilities in the passenger transport sector 72 Appendix 1 Glossary 76 Appendix 2 Aviation specific websites 78 Appendix 3 Relationships to other qualifications 80 Appendix 4 Sources of general information 82


City & Guilds Skills for a brighter future

www.cityandguilds.com


1 Introduction to the qualifications

This document contains the information that centres need to offer the following qualifications: Qualification title and level

City & Guilds qualification number

Qualification accreditation number

Last registration date

Last certification date

Level 2 Certificate in Aviation Operations on the Ground (Knowledge)

4955-22 501/0814/1 31/12/2014 31/12/2016

Level 2 Diploma in Aviation Environment

4955-23 501/0494/9 31/12/2014 31/12/2016

Area This qualification…

Who is the qualification for?

… meets the needs of candidates who work or want to work in a ground operations role in the aviation sector.

What does the qualification cover?

… allows candidates to learn, develop and practise the skills required for employment and/or career progression in the aviation sector.

Why has the qualification been developed?

… provides valuable accreditation of skills and/or knowledge for candidates, without requiring or proving occupational competence. …replaces the City & Guilds Level 2 Diploma in the Aviation Environment (4941) which expires on 31/12/2010.

Who did we develop the qualification with?

… was developed in association with GoSkills.

Version and date Change detail Section

2.0 Oct 2011 Addition of ERR unit 1.1, 4, 5

Level 2 Certificate/Diploma in Aviation Environment (4955) 1

1.1 Qualification structure To achieve the Level 2 Certificate in Aviation Operations on the Ground, learners must achieve 12 credits from the mandatory units and a minimum of 1 credit from the optional units available. To achieve the Level 2 Diploma in Aviation Environment, learners must achieve 12 credits from the mandatory units and all 28 credits from the optional units available. The diagram below illustrates the unit titles, the credit value of each unit and the title of the qualification which will be awarded to candidates successfully completing the required combination of units and/or credits. It also shows any excluded combination of units.

Unit accreditation number

City & Guilds unit number

Unit title Mandatory/ optional for qualification 4955-22

Credit value

Mandatory/ optional for qualification 4955-23

L/601/6456 201 Health and safety within aviation

Mandatory 4 Mandatory

Y/601/6458 202 Aviation security Mandatory 4 Mandatory

Y/601/6461 203 Aviation communication

Mandatory 4 Mandatory

M/601/6465 204 Airport check in services

Optional 6 Mandatory

F/601/6468 205 Aircraft boarding and arrival services


J/601/6472 206 Airport baggage processing


M/601/6479 207 Loading and unloading of aircraft


M/601/6482 208 Airport baggage facilities


A/601/6484 209 Aviation passengers with special requirements


J/601/6486 210 Aircraft Load Instruction Report



L/601/6487 211 Aircraft marshalling


R/601/6488 212 Support flight operations


Y/601/6492 213 Aircraft dispatch process


L/602/5934 214 Employment rights and responsibilities in the passenger transport sector

Optional 3 n/a


1.2 Opportunities for progression On completion of these qualifications candidates may progress into employment or to the following City & Guilds qualifications:

• Level 2 Diploma in Aviation Operations on the Ground (4877-02) • Level 2 Apprenticeship in Aviation Operations on the Ground • Level 2 Certificate in Air Cabin Crew (4878-02) • Level 2 Diploma in Travel and Tourism • Level 3 Diploma in Travel and Tourism.

1.3 Qualification support materials City & Guilds also provides the following publications and resources specifically for these qualifications:

Description How to access

Qualification Handbook www.cityandguilds.com

Assessment pack for centres www.cityandguilds.com

Answer pack for centres www.cityandguilds.com

Fast track approval forms www.cityandguilds.com


2 Centre requirements

This section outlines the approval processes for Centres to offer these qualifications and any resources that Centres will need in place to offer the qualifications including qualification-specific requirements for Centre staff.

Centres already offering City & Guilds qualifications in this subject area

Centres approved to offer the qualification Level 2 Diploma in the Aviation Environment (4941) will receive automatic approval for the new Level 2 in Aviation Environment (4955-22/23), which will be made available from 01 September 2010.

2.1 Resource requirements

Human resources

Staff delivering these qualifications must be able to demonstrate that they meet the following occupational expertise requirements. They should:

• be technically competent in the area for which they are delivering training and/or have experience of providing training. This knowledge must be at least to the same level as the training being delivered

• have recent relevant experience in the specific area they will be assessing • be occupationally knowledgeable in the area of Aviation for which they are delivering training.

This knowledge must be at least to the same level as the training being delivered • have credible experience of providing training. Centre staff may undertake more than one role, eg tutor and assessor or internal verifier, but must never internally verify their own assessments. Continuing professional development (CPD) Centres are expected to support their staff in ensuring that their knowledge remains current of the occupational area and of best practice in delivery, mentoring, training, assessment and verification, and that it takes account of any national or legislative developments.

2.2 Candidate entry requirements Candidates should not be entered for a qualification of the same type, content and level as that of a qualification they already hold. There are no formal entry requirements for candidates undertaking these qualifications. However, centres must ensure that candidates have the potential and opportunity to gain the qualification successfully.

Age restrictions

These qualifications are not approved for use by candidates under the age of 16 and City & Guilds cannot accept any registrations for candidates in this age group. Restrictions may also apply to certain units where there are legal restrictions on the process or the environment.


3 Course design and delivery

3.1 Initial assessment and induction Centres will need to make an initial assessment of each candidate prior to the start of their programme to ensure they are entered for an appropriate type and level of qualification. The initial assessment should identify:

• any specific training needs the candidate has, and the support and guidance they may require when working towards their qualification. This is sometimes referred to as diagnostic testing.

• any units the candidate has already completed, or credit they have accumulated which is relevant to the qualification they are about to begin.

City & Guilds recommends that centres provide an induction programme to ensure the candidate fully understands the requirements of the qualification they will work towards, their responsibilities as a candidate, and the responsibilities of the centre. It may be helpful to record the information on a learning contract.

3.2 Recommended delivery strategies Centre staff should familiarise themselves with the structure, content and assessment requirements of the qualifications before designing a course programme. Centres may design course programmes of study in any way which:

• best meets the needs and capabilities of their candidates

• satisfies the requirements of the qualifications. When designing and delivering the course programme, centres might wish to incorporate other teaching and learning that is not assessed as part of the qualifications. This might include the following:

• literacy, language and/or numeracy

• personal learning and thinking

• personal and social development

• employability Where applicable, this could involve enabling the candidate to access relevant qualifications covering these skills.


4 Assessment

4.1 Summary of assessment methods City & Guilds provides the following assessments:

Unit No.

Title Assessment Method Where to obtain assessment materials

201 Health and safety within aviation

Assignment 4955-201 The assessment covers the practical activities for all outcomes and will also sample underpinning knowledge to verify coverage of the unit. Externally set assignment, locally marked and externally verified.

Assessment pack Stock code: EN024955

202 Aviation security Assignment 4955-202 The assessment covers the practical activities for all outcomes and will also sample underpinning knowledge to verify coverage of the unit. Externally set assignment, locally marked and externally verified.


203 Aviation communications



204 Airport check in services




Unit No.


205 Aircraft boarding and arrival services



206 Airport baggage processing



207 Loading and unloading of aircraft



208 Airport baggage facilities



209 Aviation passenger with special requirements




Unit No.


210 Aircraft load instruction reports



211 Aircraft marshalling



212 Support flight operations



213 Aircraft dispatch process



214 Employment rights and responsibilities in the passenger transport sector

This unit is assessed by a portfolio of evidence.

n/a

This unit should be assessed predominately in the workplace. Observation, witness testimony, questioning, professional discussion, written and product evidence are all sources of evidence which can be used.

4.2 Recording forms Candidates and centres may decide to use a paper-based or electronic method of recording evidence. City & Guilds endorses several ePortfolio systems. Further details are available at: www.cityandguilds.com/eportfolios.


5 Units

Structure of units

The units in these qualifications are written in a standard format and comprise the following:

• City & Guilds reference number • unit accreditation number • title • level • credit value • unit aim • relationship to NOS, other qualifications and frameworks • endorsement by a sector or other appropriate body • information on assessment • learning outcomes which are comprised of a number of assessment criteria • notes for guidance.


Unit 201 Health and safety within aviation

Level: 2 Credit value: 4 NDAQ number: L/601/6456 Unit aim The aim of this unit is to enable the candidate to develop the necessary knowledge and understanding of the principles of health and safety within aviation. This will enable the candidate to create an environment contributing to a healthy and safe workplace. The significance of health and safety within the industry is re-enforced by relevant case studies of accidents and incidents relating to aviation and the airport environment. The knowledge provided within this unit is fundamental to all activities within the airport environment and the unit is appropriate for all candidates prior to them undertaking activities at an airport regardless of specific job. Learning outcomes There are two learning outcomes to this unit. The learner will: 1. Know how to prevent and minimise risks and hazards airside 2. Understand how to contribute to airport safety Guided learning hours It is recommended that 32 hours should be allocated for this unit, although patterns of delivery are likely to vary. Details of the relationship between the unit and relevant national standards This unit is linked to the Aviation Operations on the Ground NOS. Support of the unit by a sector or other appropriate body This unit is endorsed by GoSkills. Assessment This unit will be assessed by an assignment covering practical skills and knowledge.


Unit 201 Health and safety within aviation Outcome 1 Know how to prevent and minimise risks and

hazards airside

Assessment Criteria Knowledge The learner can: 1. identify different types of airside risks 2. identify differing types of aircraft hazards 3. identify different types of aircraft risks 4. describe how risks from airside and aircraft hazards can be prevented or minimised 5. describe airside surface markings 6. describe the correct procedures for reporting safety breaches 7. identify the correct persons to report to when a breach of safety has been identified. Range Airside risks Personal injury (staff, passengers), damage to equipment Aircraft hazards Noise, jet blast/ingestion, engine hazards and engine danger zones Aircraft risks Personal injury (eg hearing, ingestion) Airside (hazards) Moving machinery and vehicles, foreign object debris (FOD), licensing requirements for driving in airports, fuelling hazards, straying passengers on the apron, slippery pedestrian surfaces, unidentified substances, aircraft, noise, manual handling of heavy baggage Airside surface markings Airside road system markings and layout, road crossings, taxiways and taxiway crossings, pedestrian walkways Breach Actual, potential Correct persons Airport personnel, company personnel, health and safety representative


Unit 201 Health and safety within aviation Outcome 2 Understand how to contribute to airport safety

Assessment Criteria Knowledge The learner can: 1. identify the main points of local airport rules and regulations 2. describe the procedures for fire reporting 3. describe the process for reporting accidents and damage locally 4. identify the personal protective equipment (PPE) used airside 5. explain personal responsibility for own safety, and that of others. Range Airport rules and regulations Bylaws (eg smoking, drinking, drugs etc), CAP642, fire reporting, RIDDOR Fire reporting Raising a fire alarm, responding to fire alert or alarm Accidents and damage Personal injury, aircraft damage, damage to equipment or vehicles Personal protective equipment (PPE) High visibility clothing, hearing protection and safety footwear as appropriate to the work task Own safety, and that of others As described within the Health and Safety at Work Act, COSHH, CAP642, HSE, Manual Handling Act


Unit 201 Health and safety within aviation Notes for guidance

It should be recognised that this unit forms a critical foundation to working in an airport environment. The content of the outcomes focuses on unique hazards and risks within the airport environment. As such, the learning hours dedicated to meeting the learning outcomes must focus clearly on the specific detail of the hazard, risk and response at an airport whilst ensuring clear links and references are made to the generic pieces of legislation and codes of practice governing general health and safety. When delivering the learning programme it is essential that the candidate clearly understands their personal role and responsibility in maintaining a safe and healthy workplace in conjunction with their employers’ policy. This personal responsibility derives in the first instance from the ‘Health and Safety at Work Act 1974’ but may also be affected by separate regulations and requirements relative to the local area and bylaws. It must also be recognised that the learning outcomes are derived from Health and Safety laws and it would be expected that tutors use the most up to date version.


Unit 202 Aviation security

Level: 2 Credit value: 4 NDAQ number: Y/601/6458 Unit aim The aim of this unit is to enable the candidate to develop the necessary knowledge and understanding of the importance of security within aviation. This will enable the candidate to contribute to a secure air travel environment. The significance of robust security systems within the industry is re-enforced by relevant case studies of accidents and incidents relating to aviation security within the airport environment. The knowledge provided within this unit is fundamental to all activities within the airport environment. This unit is appropriate for all candidates prior to them undertaking activities at an airport regardless of specific job. Learning outcomes There are two learning outcomes to this unit. The learner will be able to: 1. Understand threats to security 2. Understand procedures which minimise threats to security Guided learning hours It is recommended that 32 hours should be allocated for this unit, although patterns of delivery are likely to vary. Support of the unit by a sector or other appropriate body This unit is endorsed by GoSkills. Assessment This unit will be assessed by an assignment covering practical skills and knowledge.


Unit 202 Aviation security Outcome 1 Understand threats to security

Assessment Criteria Knowledge The learner can: 1. describe how potential security risks can impact on aviation business 2. explain appropriate responses to security breaches 3. describe the personal responsibility in relation to security risks 4. identify the main role of key aviation regulatory bodies 5. identify restricted zones. Range Security risks Related to: weapons, restricted items, unidentified persons in restricted zones, airside vehicles, hi-jack threat, bomb threat, unescorted passengers, unattended items, travel documentation Security breaches Related to: security doors, coded/swipe-restricted areas, unauthorised access to aircraft, passenger miss-board, hi-jack, ID, inappropriate responses to security questions Aviation regulatory bodies DfT, CAA, IATA, FAA, EASA Restricted zones Airside, landside, staff areas, cargo warehouses


Unit 202 Aviation security Outcome 2 Understand procedures which minimise threats to

security

Assessment Criteria Knowledge The learner can: 1. identify legislation relating to security in the aviation environment 2. summarise the key features of legislation that relate to security in the aviation environment 3. describe the security procedures and protocols in the airport environment 4. explain the importance of security procedures and protocols 5. describe the key stages of AAA. Range Legislation Aviation and Maritime Security Act 1990, Anti-terrorism, crime and Security Act 2001 Procedures and protocols Search and screening facilities, documentation inspection, security identification passes, coded/swipe areas, security questions, rush bags Importance of security procedures and protocols Employees (personal safety, personal security); employer (company reputation, image, to meet legislative requirements, to meet duty of care); customer (personal safety) Stages of AAA Check-in, baggage hall, loading, dispatch


Unit 202 Aviation security Notes for guidance

It should be recognised that this unit forms a critical foundation to working in an airport environment. The content of the outcomes focuses on unique risks within the airport environment. As such the learning hours dedicated to meeting the learning outcomes must focus clearly on the specific detail of the risk and response, at an airport whilst ensuring clear links and references are made to the generic pieces of legislation and codes of practice governing Security. When delivering the learning programme it is essential that the candidate clearly understands their personal role and responsibility in maintaining a secure airport environment. This personal responsibility derives in the first instance from the ‘Aviation and Maritime Act 1990’ as well as all DfT requirements in relation to airports and aircraft. It must also be recognised that the learning outcomes are derived from law and it would be expected that tutors use the most up to date version. Possible sources of information for this unit are

• Department for Transport • Civil Aviation Authority • the ‘Aviation and Maritime Security Act 1990’ • the ‘Anti-terrorism, Crime and Security Act 2001’ • ‘AAA’


Unit 203 Aviation communications

Level: 2 Credit value: 4 NDAQ number: Y/601/6461 Unit aim The aim of this unit is to enable the candidate to develop the necessary knowledge and understanding of the principles of communication within aviation. This will enable the candidate to communicate relevant information both formally and informally to all relevant and interested parties. Accurate communication within the industry is paramount. The knowledge provided within this unit is fundamental to all activities within the aviation industry. This unit is appropriate for all candidates prior to them undertaking activities at an airport regardless of specific job. Learning outcomes There are two learning outcomes to this unit. The learner will: 1. Be able to carry out effective aviation communications 2. Be able to carry out effective transfer of aviation information Guided learning hours It is recommended that 34 hours should be allocated for this unit, although patterns of delivery are likely to vary. Support of the unit by a sector or other appropriate body This unit is endorsed by GoSkills. Assessment This unit will be assessed by an assignment covering practical skills and knowledge.


Unit 203 Aviation communications Outcome 1 Be able to carry out effective aviation

communications

Assessment Criteria Practical skills The learner can: 1. communicate using correct communication methods and protocols Knowledge The learner can: 1. explain systems used for aviation communication 2. identify communication methods used in aviation 3. describe the terminology used in aviation communication 4. explain the importance of accuracy in aviation communication 5. identify protocols that should be adhered to when communicating 6. explain time related codes relevant to aviation. Range Communication methods Face-to-face, telephone, written, electronic, two-way radio, PA systems Protocols Disclosure of information, use of aviation terminology Systems Mayfly, FIDS, SITA, relevant airline systems Terminology Day and month codes, phonetics, airport codes, AIRIMP, regulatory bodies, flight crew, time zone, internal/external customer, airline codes, aircraft codes Related codes GMT, ZULU, BST, UTC.


Unit 203 Aviation communications Outcome 2 Be able to carry out effective transfer of aviation

information

Assessment Criteria Practical skills The learner can: 1. receive and relay appropriate and accurate information to appropriate persons Knowledge The learner can: 1. explain the reasons for storing aviation communication 2. identify the flight documents involved in the transfer of flight information 3. identify appropriate persons that require flight documents 4. identify the types of information which must be transferred 5. explain the implications of failures in communication. Range Appropriate persons Flight crew, supervisors, ground crew, airline operations, colleagues Reasons for storing Legislation, CAA, DfT, AAIB Flight documents Load sheets, load instruction report, passenger manifest, AAA, dispatch sheet, cargo manifest Information Relating to baggage, relating to passengers, relating to flight crew, relating to flights, relating to cargo Implications Missing/incorrect passengers, missing/incorrect baggage, delayed flights, inappropriate loading, incorrect fuel, meal shortages, AAA discrepancies


Unit 203 Aviation communications Notes for guidance

It should be recognised that this unit forms a critical foundation to working in an airport environment and dealing with airlines and the travelling public. The content of the outcomes focuses on unique Communication skills the candidate needs to develop in a highly complex environment such as an airport. As such, the learning hours dedicated to meeting the learning outcomes must focus clearly on the specific detail of the types of communication and response to various situations, at an airport with passengers, colleagues and airline personnel. When delivering the learning programme it is essential that the candidate clearly understands their personal role and responsibility in maintaining clear and accurate communications with all parties in the industry. It is important that the candidate appreciates why their personal contribution to the communication chain is so important.


Unit 204 Airport check in services

Level: 2 Credit value: 6 NDAQ number: M/601/6465 Unit aim The aim of this unit is to enable the candidate to develop the necessary knowledge and understanding of the principles of checking in aviation passengers and baggage. This will enable the candidate to process passengers for travel, including checking that documents are valid and processing baggage according to laid down procedures. The candidate will also be able to check in passengers using manual check-in procedures. The knowledge provided within this unit is fundamental to all activities within the aviation industry. This unit is appropriate for all candidates prior to them undertaking activities at an airport in a passenger services role. Learning outcomes There are three learning outcomes to this unit. The learner will: 1. Be able to process check in documentation for travel 2. Be able to process passengers’ hand and hold baggage 3. Be able to allocate seating for passengers Guided learning hours It is recommended that 42 hours should be allocated for this unit, although patterns of delivery are likely to vary. Support of the unit by a sector or other appropriate body This unit is endorsed by GoSkills. Assessment This unit will be assessed by:

• an assignment covering practical skills and underpinning knowledge.


Unit 204 Airport check in services Outcome 1 Be able to process check in documentation for

travel

Assessment Criteria Practical skills The learner can: 1. process different types of travel documents 2. deal with passenger check in issues relating to travel documentation. Knowledge The learner can: 1. describe different methods of check in 2. identify ticket checks for acceptance to travel 3. explain the importance of recording baggage details and weight according to IATA

requirements 4. identify passport checks for acceptance to travel 5. explain the difference between a British citizen and a British subject 6. identify the implications of travel for British citizens compared to British subjects 7. describe how to check if a visa is required 8. identify the visa checks for acceptance to travel 9. describe the four different types of Schengen visa. Range Travel documents ID cards, passports, Titre de voyage, Seaman’s documentation, MOD cards, Flight Interruption Manifests (FIMs), paper tickets, e-tickets, visas, ticket-less, PNR (Passenger Name Record), boarding cards Check in Manual (passenger manifest, manual seating plan, manual bag tags, manual boarding cards, check-in tally sheet, specials sheet, boarding report, bag manifest sheet), computerised, e-check in Ticket checks Name, date, flight no., destination, class, status Passport checks Name, photo, signature, children on passport, expiry date, condition of passport Visa checks Validity, number of visits, who is covered, type of visa, single/multiple entry visas, transit visas, Schengen visas Types of Schengen visas Type A – Airport transit visa, Type B – Transit visa, Type C – Short period visa, Type D – Long period national visa


Unit 204 Airport check in services Outcome 2 Be able to process passengers’ hand and hold

baggage

Assessment Criteria Practical skills The learner can: 1. process passengers’ hand and hold baggage to meet airline and regulatory standards 2. deal with passenger check in issues relating to hand and hold baggage. Knowledge The learner can: 1. identify the Dangerous Goods Regulations (DGR) that relate to check in 2. identify unacceptable hand baggage items 3. describe how to check allowances for baggage 4. explain methods for dealing with unacceptable hold baggage 5. identify appropriate security questions 6. explain what to do with items that may need special handling 7. identify details included on a bag tag 8. identify different types of baggage labels 9. explain the procedure for checking in firearms and ammunition. Range Dangerous goods regulations (DGR) Up-to-date appropriate IATA regulations Unacceptable hand baggage Up-to-date DfT regulation Unacceptable hold baggage Too big, too heavy (over 32kgs), inadequately packed, fragile, dangerous items Security questions DfT, local procedures Special handling Bikes, camping or sporting equipment, wheelchairs (manual and electric), musical instruments, buggies, car seats Details included on a bag tag Name, destination, AAA security number Baggage labels Priority, heavy, limited release tags, fragile, standby, short connection (shocon)


Unit 204 Airport check in services Outcome 3 Be able to allocate seating for passengers

Assessment Criteria Practical skills The learner can: 1. allocate suitable seats to passengers according to their needs and aviation regulations 2. deal with passenger check in issues relating to seating. Knowledge The learner can: 1. explain the different seating methods that are used by airlines 2. explain the appropriate seating for passengers with special requirements 3. identify passengers unsuitable for seating at emergency exits 4. describe the importance of seating in relation to the weight and balance of the aircraft. Range Seating methods Seat allocation, seat selection, free-seating, manual, computerised Special requirements Unaccompanied minors, young persons, wheelchair passengers, infants, Meet and Assist passengers, no-meal passengers Passengers unsuitable for seating at emergency exits Pregnant, Infants, Nervous, Children, Obese, Disabled, Elderly (PINCODE)


Unit 204 Airport check in services Notes for guidance

It should be recognised that this unit forms a critical foundation to working in an airport environment and dealing with airlines and the travelling public. The content of the outcomes focuses on the customer service skills and various checks that need to be made when checking in passengers in order to comply with organisational and regulatory standards. When delivering the learning programme it is essential that the candidate clearly understand their personal role and responsibility in checking in passengers and the attention to detail that is needed when checking documentation. They should also be aware the consequences arising when the correct procedures are not followed (i.e. security questions not asked, documents not checked properly).


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Unit 205 Aircraft boarding and arrival services

Level: 2 Credit value: 4 NDAQ number: F/601/6468 Unit aim The aim of this unit is to enable the candidate to develop the necessary knowledge and understanding of how to safely and correctly board passengers onto, and escort them from, the aircraft. The unit encompasses health and safety regulations, as well as security and immigration requirements for both departing and arriving passengers. This unit is appropriate for all candidates prior to them undertaking activities at an airport. Learning outcomes There are four learning outcomes to this unit. The learner will: 1. Be able to board passengers onto aircraft 2. Be able to make boarding announcements 3. Be able to deal effectively with problems during boarding 4. Be able to escort arriving passengers safely Guided learning hours It is recommended that 40 hours should be allocated for this unit, although patterns of delivery are likely to vary. Support of the unit by a sector or other appropriate body This unit is endorsed by GoSkills. Assessment This unit will be assessed by an assignment covering practical skills and knowledge.


Unit 205 Aircraft boarding and arrival services Outcome 1 Be able to board passengers onto aircraft

Assessment Criteria Practical skills The learner can: 1. prepare for the boarding process 2. carry out the boarding process. Knowledge The learner can: 1. explain what information is needed before boarding the flight 2. identify the types of passengers who may need pre-boarding 3. identify the main boarding duties 4. describe the safety and security requirements associated with boarding passengers 5. describe all post-boarding procedures. Range Information Flight number, destination, STD/ETD, gate number, dispatcher, specials Types of passengers Elderly, families with children/infants, passengers requiring special assistance (incl. wheelchair passengers), priority Boarding duties Announcements, boarding cards, passport checks, reconciliation (manual or computerised) Safety and security requirements Wearing PPE, guiding passengers through safest route to aircraft, boarding routes (ensuring arriving and departing passengers do not mix) Post-boarding procedures Close and lock all security doors, dispose of boarding cards (according to local procedure) complete relevant paperwork


Unit 205 Aircraft boarding and arrival services Outcome 2 Be able to make boarding announcements

Assessment Criteria Practical skills The learner can: 1. make professional announcements using the correct voice techniques and body language Knowledge The learner can: 1. explain the appropriate times to make passenger announcements 2. describe how to make clear, professional announcements using correct voice techniques 3. explain how body language can affect the announcement 4. explain the consequences of poor announcements. Range Announcements Call passengers to gate, delay calls, pre-boards, international boarding calls for passengers, missing passengers, domestic, relevant documentation Voice techniques Articulation, tone, pitch, audibility, pace Body language Positive, negative Consequences Breach of DfT regulations, confused or misinformed passengers, delays, service failures


Unit 205 Aircraft boarding and arrival services Outcome 3 Be able to deal effectively with problems during

boarding

Assessment Criteria Practical skills The learner can: 1. deal effectively with passenger problems at the gate. Knowledge The learner can: 1. explain how to deal effectively with any discrepancies at the gate 2. explain the de-controlling procedures in order to comply with regulatory standards 3. describe the procedure for dealing with transit passengers. Range Discrepancies Too many passengers at gate, boarding card miscount, incorrect reconciliation, intoxicated passengers, nervous passengers, missing passengers at gate, inappropriate hand luggage De-controlling procedure Inform security, duty free, customs, immigration, special branch and ensure passenger is escorted landside, off-load passengers from system, meet requirements of AAA Transit passengers Due to a flight disruption, normal transit flight


Unit 205 Aircraft boarding and arrival services Outcome 4 Be able to escort arriving passengers safely

Assessment Criteria Practical skills The learner can: 1. collect relevant information before meeting the flight 2. meet and escort passengers safely. Knowledge The learner can: 1. describe the importance of flight arrival information 2. explain the methods available for moving passengers from the aircraft to a terminal 3. explain the health and safety responsibilities of the arrivals agent 4. describe the authorities to which passengers need to be directed to 5. describe the procedures for meeting and escorting passengers safely. Range Information International vs domestic flight, coached arrivals, special assistance passengers, gate number, ETA Methods Coach, PIGS (Passenger Inward Guidance System), marked walkways, cones Responsibilities Duty of care, wear appropriate PPE, ear defenders and hi-visibility jacket, know when it’s safe to approach the aircraft, stand in a suitable position, guide passengers through safest route away from hazards, maintain control of passengers, consider adverse weather conditions Authorities Immigration, customs, special branch Passengers Domestic, International, special assistance passengers (Young persons, wheelchairs, meet and assist, UNMINS) Procedures Safe escort, baggage reclaim


Unit 205 Aircraft boarding and arrival services Notes for guidance

It should be recognised that this unit forms a critical foundation to working in an airport environment and dealing with airlines and the travelling public. There are two main focuses within this unit. Firstly, the various health, safety and security procedures that need to be followed when meeting and boarding an aircraft. Secondly, there is a focus on making professional announcements at the gate area. When delivering the learning programme it is essential that the candidate clearly understands their personal role and responsibility when escorting passengers to and from an aircraft and the implications for not doing so correctly.


Unit 206 Airport baggage processing

Level: 2 Credit value: 3 NDAQ number: J/601/6472 Unit aim The aim of this unit is to enable the candidate to develop the necessary knowledge and understanding to enable them to correctly prepare passenger baggage for onward travel. This will enable the candidate to sort, check and manifest accompanied and unaccompanied passenger baggage whilst meeting the security requirements laid down in the UK by the DfT. In addition, it will enable the candidate to understand customer airline requirements for special handling due to class of travel or onward connections. The knowledge provided within this unit is fundamental to the security of the aircraft in flight. Any discrepancies in the baggage manifest and actual load could have serious implications to the safety of the aircraft. This unit is appropriate for all candidates who plan to work as part of the team responsible for the preparation and sorting of baggage. It may also overlap with other job functions where the preparation of baggage is part of the work group function. Learning outcomes There are four learning outcomes to this unit. The learner will: 1. Know how to check the serviceability of baggage equipment 2. Understand how to interpret baggage labels 3. Understand the security requirements for transporting passenger baggage 4. Know how to complete baggage manifests Guided learning hours It is recommended that 20 hours should be allocated for this unit, although patterns of delivery are likely to vary. Support of the unit by a sector or other appropriate body This unit is endorsed by GoSkills. Assessment This unit will be assessed by an assignment covering practical skills and knowledge.


Unit 206 Airport baggage processing Outcome 1 Know how to check the serviceability of baggage

equipment

Assessment Criteria Knowledge The learner can: 1. identify equipment used to transport baggage 2. describe the checks that should be made when using equipment to transport baggage 3. describe the actions that should be taken on discovering defects. Range Equipment used to transport baggage Unit Load Device (ULD), baggage belts, dollies, flat bed vehicle, baggage trolley, tractor Checks ULDs (according to IATA ULD Technical Manual), wheels, rollers, restraints, tow bar, nets, lights, fuel, brakes. Actions Remove from service, tag as unserviceable, report, route it for repair


Unit 206 Airport baggage processing Outcome 2 Understand how to interpret baggage labels

Assessment Criteria Knowledge The learner can: 1. identify the information on baggage labels 2. describe the different types of baggage 3. explain why different types of baggage may need segregation 4. describe the different types of special handling labels used by airlines 5. describe the actions each type of special handling label requires. Range Information Date(s), flight number(s), destination(s), unique (bag tag) for reconciliation purposes Types of baggage Point-to-point, online baggage, interline baggage Types of special handling labels Class, orientation, fragile, short connection, heavy, crew, standby, priority Actions Segregation, special handling/loading, priority


Unit 206 Airport baggage processing Outcome 3 Understand the security requirements for

transporting passenger baggage

Assessment Criteria Knowledge The learner can: 1. describe the security requirements for transporting passenger baggage 2. identify the non-security requirements for unaccompanied baggage (rush bags) 3. explain the different types of security checks for unaccompanied baggage. Range Security requirements ‘Secure’ mode of transport, attended at all times, manifested Requirements for unaccompanied baggage Manifested, advised to load control / operations, notify captain Types of security checks Searched by hand; X-ray screened from 2 separate bag orientations by the same operator at the same location; X-ray screened using an authorised explosives detection system (where the image is assessed by an X-ray operator).


Unit 206 Airport baggage processing Outcome 4 Know how to complete baggage manifests

Assessment Criteria Knowledge The learner can: 1. identify information required on baggage manifests 2. describe requirements for signing baggage manifests. Range Information Date, flight number, destination, card sequencing (eg card 1 of 2), ULD number Requirements AAA trained and authorised person (by airline/ground handling agents), baggage loaded accounted for and appropriate for flight, baggage removed for any offloaded passengers, unaccompanied bags subject to appropriate level of security measures and certificate produced


Unit 206 Airport baggage processing Notes for guidance

It should be recognised that this unit is fundamental to the safe loading and dispatch of any aircraft. The outcomes focus on the unique risks and consequences of failing to follow the correct procedure. When delivering the learning programme it is essential that the candidate clearly understands their personal role and responsibility in relation to security and customer service standards.


Unit 207 Loading and unloading of aircraft

Level: 2 Credit value: 3 NDAQ number: M/601/6479 Unit aim The aim of this unit is to enable the candidate to develop the necessary knowledge and understanding of the principles of loading and unloading of an aircraft. This will enable the candidate to be able to load and unload an aircraft and understand the requirements of different types of aircraft. It will also give them the knowledge of different types and functions of loading equipment used in the industry. The knowledge provided within this unit is fundamental to all activities within the airport environment. This unit is appropriate to all candidates prior to them undertaking activities at an airport in a ramp agent role. Learning outcomes There are two learning outcomes to this unit. The learner will be able to: 1. Understand the requirements for preparing to load and unload aircraft 2. Understand how to load and unload aircraft Guided learning hours It is recommended that 20 hours should be allocated for this unit, although patterns of delivery are likely to vary. Support of the unit by a sector or other appropriate body This unit is endorsed by GoSkills. Assessment This unit will be assessed by an assignment covering practical skills and knowledge.


Unit 207 Loading and unloading of aircraft Outcome 1 Understand the requirements for preparing to load

and unload aircraft

Assessment Criteria Knowledge The learner can: 1. describe the different types of loading/unloading equipment 2. identify the appropriate loading equipment for different loads 3. describe the types of information found on loads 4. explain the purpose of the load plan prior to the transfer of the load. Range Loading/unloading equipment Transfer loader, baggage belt, baggage trolley, flat bed vehicle, dollies, tractor Loads Bags, mail, cargo, Unit Load Device (ULD), Dangerous Goods Regulations (DGR), special loads Types of information Destination, weight, names, flight number, hazard labels, airport of origin, unique (bag tag) number Purpose Weight, balance and variation, loading instructions, special handling


Unit 207 Loading and unloading of aircraft Outcome 2 Understand how to load and unload aircraft

Assessment Criteria Knowledge The learner can: 1. explain the consequences of incorrect loading of the aircraft 2. identify the relevant persons to contact for different types of loading discrepancies 3. explain the effect of weather conditions on loading/unloading 4. describe the considerations when transferring special loads 5. describe the hazards associated with operating aircraft hold doors 6. describe the factors to be considered when positioning loading/unloading equipment 7. explain the purpose of documents that relate to the aircraft loading/unloading. Range Consequences Aircraft out of trim, baggage discrepancies, unsafe load, flight delays, excessive handling Relevant persons Team Leader, Dispatcher, Load Controller Loading discrepancies More bags than expected, less bags than expected, incorrect bags for flight Weather conditions High winds, heavy rain, snow or ice, lightning, fog Considerations Location, respect, restraints, segregation of dangerous goods Special loads Animals (AVI), dangerous goods, human remains, Aircraft On Ground (AOG) Hazards Trapping, collision (people, vehicles), unsecured loads, falls from height Hold doors Manually, powered Factors Rise and fall with load, aircraft type Loading/unloading equipment Baggage belt, dollies, baggage trolley, transfer loader, tractors, flat bed vehicle Documents Load plan, LIR, NOTOC, AAA, bingo cards


Unit 207 Loading and unloading of aircraft Notes for guidance

It should be recognised that this unit forms a critical foundation to working in an airport environment. This unit focuses on the unique loading and unloading skills the candidate will need to be able to load/unload aircraft safely. As such the learning outcomes focus clearly on the specific detail of the different methods for loading an aircraft. When delivering the learning programme it is essential that the candidate clearly understands their personal role and responsibility in regards to loading an aircraft and the danger this task presents to both themselves and to the aircraft.


Unit 208 Airport baggage facilities

Level: 2 Credit value: 2 NDAQ number: M/601/6482 Unit aim The aim of this unit is to enable the candidate to develop the necessary knowledge and to be able to deal effectively with baggage discrepancies. The knowledge and understanding for this unit includes the procedures and relevant paperwork needed for dealing with baggage discrepancies as well as the personal skills needed when dealing with conflict. The knowledge provided within this unit is, whilst particular to baggage facilities, also of use in all areas of customer service. Learning outcomes There are one learning outcomes to this unit. The learner will: 1. Be able to follow procedures for baggage discrepancies Guided learning hours It is recommended that 15 hours should be allocated for this unit, although patterns of delivery are likely to vary. Support of the unit by a sector or other appropriate body This unit is endorsed by GoSkills. Assessment This unit will be assessed by an assignment covering practical skills and knowledge.


Unit 208 Airport baggage facilities Outcome 1 Be able to follow procedures for baggage

discrepancies

Assessment Criteria Practical skills The learner can: 1. assist passengers who report a baggage discrepancy 2. complete documentation for baggage discrepancies. Knowledge The learner can: 1. describe the procedures to follow for different types of baggage discrepancies 2. describe effective communication techniques 3. explain the function of the World Tracer System 4. explain how to deal with unclaimed and unattended baggage in the baggage hall 5. identify relevant people to provide support. Range Passengers Angry, anxious, upset, abusive, confused, non English speaking Baggage discrepancies Missing (AHL), Damaged (DPR), Pilfered, Found (OHD) Documentation Property Irregularity Report (PIR), C1422 Customs form Communication techniques Awareness, tone, words, body language, empathy, assertiveness, remain calm Relevant people Colleagues, supervisors, security services, police, customs


Unit 208 Airport baggage facilities Notes for guidance

The content of the outcomes focus on the specific area of baggage facilities and this encompasses problem solving and interpersonal skills. As such, the learning hours dedicated to meeting the learning outcomes must focus clearly on the two quite different areas of the unit. Firstly, the specific detail of the procedures that needs to be followed when dealing with baggage discrepancies in order to comply with both security and customs regulations. Secondly, the outcomes should also focus on the ‘people skills’ needed to deal with these specific incidents that arise in a baggage facilities agent role as there can often be confrontation if not dealt with correctly. When delivering the learning programme it is essential that the candidate clearly understands their personal role and responsibility in ensuring that the baggage discrepancy procedure is followed correctly and communication is maintained to ensure that the passenger is kept fully informed.


Unit 209 Aviation passengers with special requirements

Level: 2 Credit value: 1 NDAQ number: A/601/6484 Unit aim The aim of this unit is to enable the candidate to develop the necessary knowledge and understanding of the different needs of passengers and the products and services that can be offered. This will enable the candidate to develop an awareness of passenger needs and how these can be correctly and sensitively dealt with. This unit is appropriate for all candidates prior to them undertaking activities at an airport, especially those interested in a customer service role. Background knowledge of passports and visas, TIM, Tickets and Seating methods would be advantageous. Learning outcomes There are one learning outcomes to this unit. The learner will: 1. Be able to assist passengers who have special requirements Guided learning hours It is recommended that 10 hours should be allocated for this unit, although patterns of delivery are likely to vary. Support of the unit by a sector or other appropriate body This unit is endorsed by GoSkills. Assessment This unit will be assessed by an assignment covering practical skills and knowledge.



Outcome 1 Be able to assist passengers who have special requirements

Assessment Criteria Practical skills The learner can: 1. assist and support passengers with special requirements Knowledge The learner can: 1. identify the special requirements for particular types of passengers 2. describe the different services that can be offered to passengers with special requirements 3. describe methods of establishing passenger’s needs to ensure that the appropriate

services are provided 4. describe the different considerations when assisting passengers using wheelchairs 5. describe the different considerations when assisting unaccompanied minors (UNMIN) 6. identify the conditions classified as MEDA 7. identify the commonly used IATA codes used for passengers with special requirements. Range Types of passengers Blind, deaf, wheelchair passenger, meet and assist passengers, unaccompanied minors, young persons, infants, pregnant, nervous, first time flyer, passengers with medical conditions, mentally impaired passenger, non-English speaking passengers, very important person/commercially important passenger, frequent travellers, deportees, prisoners, special dietary requirements Services Meet and assist, provision of equipment, ambulift, special seating, special boarding, VIP, special meals, language Methods Direct discussion, sensitive questioning, communication through third party, printed materials, medical certificates, body language Considerations wheelchairs Levels of assistance (wheelchair ramp (WCHR), wheelchair steps (WCHS), wheelchair carry-on (WCHC) electric, manual, battery restrictions (lead acid, solid state), tagging, sorting Considerations UNMINs Age range, parental responsibilities, airline responsibilities, documentation MEDA Diabetic, asthmatic, stretcher, mentally impaired, divers


IATA codes BLND, BLDP, BLSC, BSCT, DEAF, WCHR/S/C, MAAS, UNMIN, YP, INF, PREG, NERV, MEDA, ASTH, STCR, LRP, VIP, FQTV, DEPA/U, commonly used meal codes (BBML, CHML, DBML, GFML, HNML, KSML, MOML, SFML, SPML, VGML, VLML)



Notes for guidance

It should be recognised that this unit forms a critical foundation to working in an airport environment and dealing with airlines and the travelling public. The content of the outcomes focuses on how to identify and provide products and services to passengers with special requirements. As such, the learning hours dedicated to meeting the learning outcomes must focus clearly on the various types of passengers that the candidate may come into contact with. When delivering the learning programme, it is essential that the candidate clearly comprehend the importance of communicating with the passengers in an appropriate manner to ensure that their needs are understood and met. They must also understand the importance of passing on correct and relevant information to others.


Unit 210 Aircraft Load Instruction Reports

Level: 2 Credit value: 2 NDAQ number: J/601/6486 Unit aim The aim of this unit is to enable the candidate to develop the necessary knowledge and understanding to enable them to correctly interpret information provided in the Load Instruction Report (LIR). This will enable the candidate to interpret and communicate written or pictorial information to all interested parties on the planning intentions of the person responsible for mass and balance. The knowledge provided within this unit is fundamental to the safety of the aircraft in flight and any discrepancies in the interpretation or implementation of a Load Instruction Report could have serious implications to the safety of the aircraft. This unit is appropriate for all candidates who plan to work as part of the team responsible for the safe loading of aircrafts. Learning outcomes There are three learning outcomes to this unit. The learner will: 1. Be able to interpret Load Instruction Reports 2. Understand how to implement a Load Instruction Report 3. Be able to communicate deviations and alterations of loads Guided learning hours It is recommended that 15 hours should be allocated for this unit, although patterns of delivery are likely to vary. Support of the unit by a sector or other appropriate body This unit is endorsed by GoSkills. Assessment This unit will be assessed by an assignment covering practical skills and knowledge.


Unit 210 Aircraft Load Instruction Reports Outcome 1 Be able to interpret Load Instruction Reports

Assessment Criteria Practical skills The learner can: 1. identify loading positions on different types of Load Instruction Reports (LIR) Knowledge The learner can: 1. describe different types of information included in Load Instruction Reports (LIR) 2. explain the locations of loading positions relating to aircraft types 3. identify different types of Unit Load Devices (ULDs). Range Load Instruction Reports (LIR) Computer generated, manually, generated, narrow bodied, wide bodied Information Flight/aircraft details, date, ULD used, weights, special instructions, destination Loading Positions ULD, bulk Unit Load Devices (ULDs) LD3, LD8, LD11, P1P, AKE, PAG


Unit 210 Aircraft Load Instruction Reports Outcome 2 Understand how to implement a Load Instruction

Report

Assessment Criteria Knowledge The learner can: 1. identify the relevant people involved in implementing a Load Instruction Report (LIR) 2. identify types of special loads 3. describe factors that should be checked when implementing a Load Instruction Report 4. explain the sequence of completing a Load Instruction Report. Range Relevant people Load controllers, dispatchers, loaders, team leaders, flight crew Special Loads Animals (AVI), Dangerous Goods (DG), remains, (HUM), Aircraft On Ground (AOG), electric wheelchairs Factors Cargo weights, quantities (pieces of cargo, pieces of baggage, equipment in compartment (EIC)), positions (hold designators), ULD positions, AAA (rush bags, bingo sheets, hold baggage manifest, cargo manifest), aircraft registration, aircraft type, baggage and cargo destination tags, flight number, date, edition number Sequence Off-load, on-load, report


Unit 210 Aircraft Load Instruction Reports Outcome 3 Be able to communicate deviations and alterations

of loads

Assessment Criteria Practical skills The learner can: 1. amend Load Instruction Reports in response to deviations and alterations Knowledge The learner can: 1. identify different types of changes that could be made to the Load Instruction Report 2. describe the effect of incorrect changes to the load 3. explain the importance of communicating changes to the relevant people 4. explain what is meant by the term ‘bulking out’. Range Changes Position, bulking out, discrepancies (AAA, DGR), rush bags Effect Aircraft out of trim, aircraft emergency, flight delays, legal Relevant people Load controllers, dispatchers, team leaders, flight crew


Unit 210 Aircraft Load Instruction Reports Notes for guidance

It should be recognised that this unit is fundamental to the safe loading and dispatch of any aircraft. The content of the outcomes focuses on unique risks associated with applying this unit incorrectly. When delivering the learning programme it is essential that the candidate clearly understands their personal role and responsibility in maintaining the communication links that are so relevant in the application of a Load Instruction Report. Although this unit can be used within a Level 2 function, the role is more appropriate to Level 3. Glossary for load instruction reports: B - Baggage C - Cargo D - Crew Baggage E - Equipment – Flight Spares F - First Class Baggage H - ULD to be transhipped to another flight. M - Mail N - No Fit P - Priority Q - Courier Baggage S - Sort on Arrival – Mixture of categories/destinations T - Transfer load U - Unserviceable ULD W - Cargo in Security Controlled ULD X - Empty ULD Z - Load deliberately mixed. When a ULD contains more than one category of load then a combination of codes are used, i.e. TC indicates Transit Cargo. Candidates are permitted to have access to the above when being assessed.


Unit 211 Aircraft marshalling

Level: 2 Credit value: 2 NDAQ number: L/601/6487 Unit aim The aim of this unit is to enable the candidate to develop the necessary knowledge and understanding of the principles of aircraft marshalling. This will enable the candidate to be able to safely marshal an aircraft onto, or off, a stand. The knowledge provided within this unit is fundamental to all activities within the airport environment. This unit is appropriate (but not obligatory) for all candidates prior to them undertaking activities as a ramp agent. Learning outcomes There are two learning outcomes to this unit. The learner will: 1. Understand how to prepare for aircraft arrival on stand 2. Be able to marshal aircraft onto and off stand Guided learning hours It is recommended that 16 hours should be allocated for this unit, although patterns of delivery are likely to vary. Support of the unit by a sector or other appropriate body This unit is endorsed by GoSkills. Assessment This unit will be assessed by an assignment covering practical skills and knowledge.


Unit 211 Aircraft marshalling Outcome 1 Understand how to prepare for aircraft arrival on

stand

Assessment Criteria Knowledge The learner can: 1. explain the purpose of aircraft marshalling 2. describe the dangers of carrying out marshalling duties 3. identify different types of foreign object debris (FOD) 4. describe the checks required before bringing aircraft to the stand 5. identify different types of marshalling aids 6. explain how weather conditions can affect the marshalling procedure 7. describe personal protective equipment (PPE) used in the marshalling process. Range Purpose Prevention of accidents/collisions, correct stand location and position Dangers Noise, propellers, engine blast, collision, ingestion Foreign Object Debris (FOD) Litter, equipment, clothing, discarded items, baggage, aircraft/airfield waste Checks FOD, obstructions, personnel, stand location, equipment, chocks Marshalling aids Bats/paddles, wands, Agnis lights Weather conditions Heavy rain, fog, snow/ice, low visibility Personal protective equipment (PPE) High visibility clothing, steel toe capped shoes, cold/wet weather clothing, goggles, gloves, ear defenders, sun screen


Unit 211 Aircraft marshalling Outcome 2 Be able to marshal aircraft onto and off stand

Assessment Criteria Practical skills The learner can: 1. use correct hand signals to marshal aircraft onto and off stand. Knowledge The learner can: 1. describe the rules, regulations and signals of marshalling an aircraft 2. describe the actions required to make an aircraft safe prior to personnel approaching 3. describe the actions required prior to aircraft departure. Range Correct hand signals Chocks inserted, chocks removed, normal stop, straight ahead, turn left, turn right, start engine, cut engine, identify gate, fire, dispatch aircraft, connect ground power, emergency stop, release brakes, set brakes, proceed to next signal man, move back, turn while backing (tail to starboard), turn while backing (tail to port), open/close stairs Rules, regulations and signals Air Navigation Order (ANO), Rules of The Air Regulation (RoTaR) signals from a marshaller to a pilot, Rules of The Air Regulation (RoTaR) signals from a pilot to a marshaller, CAP393 Actions (prior to personnel approaching) Aircraft engine shut down, chocks, prop straps (if applicable), door open, position steps, cones (if applicable) Actions (prior to aircraft departure) Doors closed, steps removed, prop straps removed (if appropriate), chocks removed, cones removed (if applicable), ground equipment removed, disconnect GPO (Ground Power Unit), safety inspection


Unit 211 Aircraft marshalling Notes for guidance

It should be recognised that this unit forms a critical foundation to working in an airport environment. The content of the outcomes focuses on marshalling aircraft on to and off of stands. As such the learning hours dedicated to meeting the learning outcomes must focus clearly on the specific details of the correct types of equipment and signals to be used at appropriate times, whilst ensuring clear links and references are made to the specific pieces of legislation and codes of practice governing marshalling. When delivering the learning programme it is essential that the candidate clearly understands their personal role and responsibility in marshalling aircraft and the importance of clear signals that need to be used.


Unit 212 Support Flight Operations

Level: 2 Credit value: 2 NDAQ number: R/601/6488 Unit aim The aim of this unit is to enable the candidate to develop the necessary knowledge and understanding of the principles of supporting aviation operations. This unit is about working as a member of a ground operations unit. You must be able to understand the types of information you are likely to receive or send. You must know who to pass information to. You must understand your role in any aviation emergency either planned or real. This unit is appropriate for all candidates prior to them undertaking activities at an aviation ground operations unit. Learning outcomes There are two learning outcomes to this unit. The learner will be able to: 1. Understand the importance of flight operations information 2. Understand aviation emergency procedures Guided learning hours It is recommended that 14 hours should be allocated for this unit, although patterns of delivery are likely to vary. Support of the unit by a sector or other appropriate body This unit is endorsed by GoSkills. Assessment This unit will be assessed by an assignment covering practical skills and knowledge.


Unit 212 Support Flight Operations Outcome 1 Understand the importance of flight operations

information

Assessment Criteria Knowledge The learner can: 1. identify information sources for flight operation procedures 2. identify operational information required to support flight operations 3. explain the importance of operation information to support flight operations 4. identify key people who require operational information. Range Information sources Flight plans, NOTAMS, company policies and procedures, IATA and ICAO publications, Mayfly, FIDS Operational information Routes, flight destinations, weather conditions, station or airport status, slot times or approved departure times, flight number, aircraft call sign, aircraft type Key people Crew, dispatcher, service providers, passenger supervisor


Unit 212 Support Flight Operations Outcome 2 Understand aviation emergency procedures

Assessment Criteria The learner can: 1. explain the main components of airport emergency plans 2. state the key personnel involved in emergency plans 3. describe the types of emergency exercises 4. explain how to respond to telephone bomb threats 5. describe emergency classifications. Range Main components Gold command, silver command, bronze command Key personnel Air Accidents Investigation Branch (AAIB), police, fire, air traffic control, ambulance, ground handling, chaplaincy services, mortuary services, airport authority, Emergency Procedures Information Centre (EPIC) Types of emergency exercises Airport crash and disaster exercises, fire exercises and evacuation exercises, bomb threat Emergency classifications Local Standby, Full Emergency and Aircraft Accident


Unit 212 Support Flight Operations Notes for guidance

It should be recognised that this unit forms a critical foundation to working in an airport environment. The content of the outcomes focuses on unique situations within the airport environment. As such, the learning hours dedicated to meeting the learning outcomes must focus clearly on the specific detail of communicating aviation information and responding appropriately to aviation emergencies at an airport whilst adhering to current legislation and company policies and procedures. It would be expected that the teaching of this unit will cover aircraft movement information, aviation codes, aviation communication equipment, sources of information, appropriate protocols, emergency plans, emergency classifications, response to telephone bomb threats, fire response and evacuation plans and aviation specific safety. Gold, Silver and Bronze must be taught in detail covering the key points.

• Gold – The Gold Commander is in overall control of their organisation's resources at the incident. They will not be on site, but at a distant control room, Gold Command, where they will formulate the strategy for dealing with the incident. If the Gold Commanders for various organisations at an incident are not co-located, they will be in constant touch with each other by videoconference or telephone.

• Silver – The Silver Commander is the senior member of the organisation at the scene, in charge of all their resources. They decide how to utilise these resources to achieve the strategic aims of the Gold Commander; they determine the tactics used. At the scene of the incident, they will work in proximity and harmony with other organisation's Silver Commanders, usually situated in purpose-built command vehicles, at the Joint Emergency Services Control Centre (JESCC). They will not, however, become directly involved in dealing with the incident itself. During the initial stages of a major incident, the first member of an organisation who arrives at the incident assumes, albeit temporarily, the role of Silver Commander.

• Bronze – A Bronze Commander directly controls the organisations resources at the incident and will be found with their staff working on scene. If an incident is widespread geographically, different Bronzes may assume responsibility for different areas. If complex, differing Bronzes can command differing tasks or responsibilities at an incident.

When delivering the learning programme it is essential that the candidate clearly understands their personal role and responsibility in ensuring the timely and accurate communication of aviation information and the importance of swift and accurate action in the event of an emergency in conjunction with their employers’ policy. It must also be recognised that the learning outcomes are derived from current legislation and company policy and procedures. As such, there may be a requirement to carry out refresher training as guided by the appropriate national legislation and company policy. If this unit is being delivered in a college environment then it is acceptable to follow the procedures for a bomb threat that are in place for the college.


http://en.wikipedia.org/wiki/Videoconferencing

http://en.wikipedia.org/wiki/Telephone

Unit 213 Aircraft dispatch process

Level: 2 Credit value: 3 NDAQ number: Y/601/6492 Unit aim The aim of this unit is to enable the candidate to develop the necessary knowledge and understanding to correctly carry out the dispatch duties in the turnround of an aircraft. This will include communication on the ramp with all parties concerned in the turnround and co-ordinating the smooth interaction of all departments and individuals involved. In addition, the candidate will need to understand customer airline requirements for airline specific special handling requirements. The knowledge gained from this unit is based on the IATA Airport Handling Manual (AHM) for the turnround of all commercial aircraft, communication and actions. This unit is appropriate for all candidates who plan to work as part of the dispatch turnround process for commercial aircraft. Learning outcomes There are three learning outcomes to this unit. The learner will be able to: 1. Understand how to prepare for aircraft arrival 2. Understand how to co-ordinate the aircraft turnround 3. Understand how to prepare for aircraft departure Guided learning hours It is recommended that 20 hours should be allocated for this unit, although patterns of delivery are likely to vary. Support of the unit by a sector or other appropriate body This unit is endorsed by GoSkills. Assessment This unit will be assessed by an assignment covering practical skills and knowledge.


Unit 213 Aircraft dispatch process Outcome 1 Understand how to prepare for aircraft arrival

Assessment Criteria Knowledge The learner can: 1. identify the information required for an inbound Flight Report Information Sheet 2. describe how to complete a Flight Report Information Sheet 3. describe the stand checks required prior to aircraft arrival 4. identify the services that may be required during the turnround process 5. identify the resources required on stand prior to aircraft arrival 6. describe the requirements for flight arrivals 7. describe inbound security procedures/requirements. Range Information Estimated Time of Arrival (ETA), aircraft registration, flight number, origin, inbound load Stand Checks Foreign Object Debris (FOD), stand availability, equipment in attendance, personnel Services Baggage/cargo handlers, caterers, cleaners, refuellers, passenger services (special assistance, escorts, transport), engineers, water services, toilet services Resources required on stand Steps/airbridge, chocks, external power, Marshaller Flight arrivals Domestic, international, transit (ie immigration and customs considerations) Security Aircraft (securing), transit passengers (screening)


Unit 213 Aircraft dispatch process Outcome 2 Understand how to co-ordinate the aircraft

turnround

Assessment Criteria Knowledge The learner can: 1. explain the purpose of documentation required during turnround 2. identify key people that the dispatcher would communicate with during the turnround 3. identify key functions that the dispatcher would co-ordinate during the turnround 4. identify types of discrepancies which could occur during the turnround process 5. describe the information required by key people 6. describe the information required from key people 7. explain how to produce a completed AAA manifest declaration form (MDF) 8. describe the actions required in response to discrepancies. Range Documentation Load Instruction Report (LIR), Cargo Manifest, NOTOC, AAA Manifest Declaration Form (MDF), Load Sheet, Passenger Manifest, Passenger Information List (PIL), Flight Report Information sheet Key people Flight deck, cabin crew, loaders, refuellers, cleaners, load control, catering, engineers, passenger services Key functions Loading/unloading, refuelling, cleaning, passenger co-ordination, communication with ground staff, flight crew, cabin crew Discrepancies Passengers, baggage, catering Information (required by key people) Passenger Load, Fuel Load, Catering Loaded, Start boarding, Scheduled Time of Departure (STD), Load Instruction Report (LIR) Information (required from key people) Loading complete, bag numbers, passenger numbers boarded, special assistance passengers, refuelling complete Manifest Declaration Form (MDF) Contains details of – accompanied hold baggage, transfer baggage, crew baggage, gate baggage Actions required Contact service provider/s, contact operational managers, notify flight crew, baggage offload


Unit 213 Aircraft dispatch process Outcome 3 Understand how to prepare for aircraft departure

Assessment Criteria Knowledge The learner can: 1. identify the departure information required for a Flight Report Information Sheet 2. explain the use of delay codes 3. identify key people involved in allocating delay codes 4. describe how to finalise the Flight Report Information Sheet with departure information 5. identify who should be notified of the departure time and why. Range Departure information Estimated Time of Departure (ETD), time of departure/pushback/off-block, delay information (AHM 730), passenger numbers, baggage numbers, cargo, loading positions, equipment in load, aircraft registration, estimated time of arrival at destination, flight time Delay codes IATA (AHM 730) Key people Airline representatives, dispatcher, operations Who should be notified Operations, on-route station, destination airport, check-in, passenger services


Unit 213 Aircraft dispatch process Notes for guidance

This unit forms the knowledge requirements to perform the duties of a basic aircraft Dispatch/Turnround co-ordinator. It must be emphasised that this unit provides only the basic information for carrying out this job role. This level 2 qualification would enable the candidate to progress further within this area. The content of the outcomes focuses on the unique communication skills the candidate needs to develop for this highly complex role. The dispatcher will be dealing with many various departments and co-ordinating one of the most demanding functions. As such, the learning hours dedicated to meeting the learning outcomes must focus clearly on the specific detail of the types of information, communication and response to various situations during the turnround dealing with passengers, colleagues and airline personnel. When delivering the learning programme it is essential that the candidate clearly understands their personal role and responsibility in maintaining clear and accurate communications with all parties involved in the turnround. It is important that the candidate appreciates why their personal contribution to the communication chain is so important. It is suggested that relationships are developed with local airports - which may be required to update documentation annually - as a way of obtaining copies of documentation eg AHMs and DGR manuals that would otherwise be discarded.


Unit 214 Employment rights and responsibilities in the passenger transport sector

Level: 2 Credit value: 3 NDAQ number: L/602/5934 Unit aim The purpose of this unit is for learners to demonstrate an understanding of employer and employee statutory rights and responsibilities within own organisation and industry under Employment Law. Learning outcomes There are two learning outcomes to this unit. The learner will: 1. Know employment rights and responsibilities of the employee and employer 2. Understand employment rights and responsibilities and how these affect organisations Guided learning hours It is recommended that 18 hours should be allocated for this unit, although patterns of delivery are likely to vary. Details of the relationship between the unit and relevant national standards Developed by GoSkills in line with the requirements of their Apprenticeship frameworks. Support of the unit by a sector or other appropriate body This unit is endorsed by GoSkills. Assessment This unit will be assessed by a written paper in the form of short answer questions. This unit should be assessed predominately in the workplace. Observation, witness testimony, questioning, professional discussion, written and product evidence are all sources of evidence which can be used.



Outcome 1 Know employment rights and responsibilities of the employee and employer

Assessment Criteria The learner can: 1. identify the main points of legislation affecting employers and employees and their purpose

relevant to own role, organisation and within own industry 2. identify where to find information and advice on employment rights and responsibilities both

internally in own organisation and externally 3. identify sources of information and advice on own industry, occupation, training and own career

pathway 4. identify sources of information on the different types of representative bodies related to

own industry and their main roles and responsibilities 5. identify any issues of public concern that may affect own organisation and own industry.



Outcome 2 Understand employment rights and responsibilities and how these affect organisations

Assessment Criteria The learner can: 1. describe organisational procedures, policies and codes of practice used by own

organisation on employment rights and responsibilities 2. explain the purpose of following health, safety and other procedures and the affect on own

organisation if they are not followed 3. describe employer and employee responsibilities for equality and diversity within own

organisation 4. explain the benefits of making sure equality and diversity procedures are followed 5. describe the career pathways available within own organisation and own industry.



Notes for guidance

ERR must be explicitly identified and clearly signposted within the Apprenticeship framework. The learner must understand the role played by their occupation within the organisation and industry. Learners must demonstrate knowledge of current laws relating to health, safety, welfare and discrimination together with the responsibilities and duties of employers.


Appendix 1 Glossary

AAA The Accounting and Authorisation of baggage for transportation by Air AAIB Air Accident Investigation Bureau A/C Aircraft AHM Airport Handling Manual ALP Automated Load Planning ANO Air Navigation Order AOG Aircraft On Ground - spares for an aircraft that is grounded APU Auxiliary Power Unit ATA Actual Time of Arrival ATC Air Traffic Control AVI Special Load – Animal in the hold BST British Summer TimeCAA Civil Aviation Authority CAP Commercial Aerodrome Publication produced by the CAA COSHH Control of Substances Hazardous to Health DfT Department for Transport DCS Departure Control System DGR Dangerous Goods Regulations DOI Dry Operating Index DOW Dry Operating Weight – The basic weight of the aircraft plus operational

items EASA European Aviation Safety Agency EIC Equipment in Compartment EPIC Emergency Procedures Information Centre ETA Estimated Time of Arrival ETD Estimated Time of Departure FAA Federal Aviation Administration FIDS Flight Information Display System FIM Flight Interruption Manifests FOD Foreign Object Debris FUEL – TAKE OFF The amount of fuel of board less the fuel consumed before take off FUEL – TRIP The amount of fuel planned to be consumed from take off to landing GMT Greenwich Mean Time GPU Ground Power Unit HSE Health and Safety Executive, HUM Human Remains in Coffin IATA International Air Transport Association ICAO International Civil Aviation Organization INTERLINE Transfer from one carrier to another LDM Load Distribution Message LOAD INSTRUCTION Instruction given by Load Control to the person responsible for the aircraft

loading


LOADING REPORT Signed loading instruction passed back to Load Control LOADSHEET A completed loadsheet contains all weight data pertaining to a particular

flight MDF Manifest Declaration Form NOTAMS Notice to Airmen - filed with an aviation authority to alert aircraft pilots

of any hazards en route or at a specific location. NOTOC Notification to Captain ONLINE Within one airline PAX Passenger Identifier PIR Property Irregularity Report PNL Passenger Name List PNR Passenger Name Record PPE Personal Protective Equipment RIDDOR Reporting of Injuries, Diseases and Dangerous Occurrences Regulations RoTaR Rules of The Air Regulation SCHENGEN VISA The Schengen visa is a “visitor visa”. It is issued to citizens of countries

who are required to obtain a visa before entering Europe. SHC Special Handling Code SITA Multinational information technology company specialising in providing

IT and telecommunication services to the air transport industry SPECIAL LOAD A load which requires special attention during the process of loading

and unloading SSR Special Service Request STA Scheduled Time of Arrival STD Schedule Time of Departure STATION The equivalent to the term ‘airport’ TRAFFIC The activity of the transportation of passengers, baggage, mail and

cargo TOW Take Off Weight – Zero Fuel Weight plus Take Off Fuel ULD Unit Load Device UTC Universal Time Coordinated ZFW Zero Fuel Weight - Total traffic load minus the Dry Operating Weight


Appendix 2 Aviation specific websites

Authorities/Legislative bodies

www.aaib.gov.uk Air Accident Investigation Branch

www.baa.comBritish Airport Authority

www.caa.co.ukCivil Aviation Authority

www.dft.gov.uk Department for Transport

www.easa.europa.eu European Aviation Safety Agency

www.faa.gov Federal Aviation Administration

www.hmrc.gov.uk HM Revenue & Customs

www.homeoffice.gov.uk Home Office

www.ips.gov.uk Identity & Passport Service

www.iata.orgInternational air Transport Association

www.icao.int International Civil Aviation Organisation

www.ukba.homeoffice.gov.uk UK Border Agency

Airlines

www.aea.be Association of European Airlines

www.flybmi.com BMI

www.britishairways.comBritish Airways

www.easyjet.com Easyjet

www.flybe.com Flybe

www.ryanair.com/en Ryanair

www.thomascook.com Thomas Cook

www.virgin-atlantic.com Virgin Atlantic

Aircraft manufacturers

www.airbus.comAirbus

www.boeing.comBoeing

www.embraer.comEmbraer


http://www.aaib.gov.uk/

http://www.baa.com/

http://www.caa.co.uk/

http://www.dft.gov.uk/

http://www.easa.europa.eu/

http://www.faa.gov/

http://www.hmrc.gov.uk/

http://www.homeoffice.gov.uk/

http://www.ips.gov.uk/

http://www.iata.org/

http://www.icao.int/

http://www.ukba.homeoffice.gov.uk/

http://www.flybmi.com/

http://www.britishairways.com/

http://www.easyjet.com/

http://www.flybe.com/

http://www.ryanair.com/en

http://www.thomascook.com/

http://www.virgin-atlantic.com/

http://www.airbus.com/

http://www.boeing.com/

http://www.embraer.com/

Airports

www.birminghamairport.co.uk Birmingham Airport

www.bournemouthairport.com Bournemouth

www.bristolairport.co.uk Bristol Airport

www.heathrowairport.com London Heathrow

www.gatwickairport.com London Gatwick

www.stanstedairport.com London Stansted

www.manchesterairport.co.uk Manchester

Cargo

www.aircanada.com/cargo/en/fleet_ulds/ulds/Air Canada Cargo

www.baworldcargo.com British Airways Cargo

www.dhl.comDHL

www.eastmidlandsairport.comEast Midlands

www.ups.com/aircargo UPS Cargo

Ground handling agents

www.airline-services.com Airline Services

www.menziesaviation.com Menzies Aviation

www.servisair.comServisair

www.swissport.com Swissport

General information

www.airlineindustryreview.com Airline Industry Review

www.flightstats.com Flight Stats

www.skybrary.aero SKYbrary


http://www.birminghamairport.co.uk/

http://www.bournemouthairport.com/

http://www.bristolairport.co.uk/

http://www.heathrowairport.com/

http://www.gatwickairport.com/

http://www.stanstedairport.com/

http://www.manchesterairport.co.uk/

http://www.aircanada.com/cargo/en/fleet_ulds/ulds/

http://www.baworldcargo.com/

http://www.dhl.com/

http://www.eastmidlandsairport.com/

http://www.ups.com/aircargo

http://www.airline-services.com/

http://www.menziesaviation.com/

http://www.servisair.com/

http://www.swissport.com/

http://www.airlineindustryreview.com/

http://www.flightstats.com/

http://www.skybrary.aero/

Appendix 3 Relationships to other qualifications

Links to other qualifications and frameworks

City & Guilds has identified connections to other qualifications. This mapping is provided as guidance and suggests areas of overlap and commonality between the qualifications. It does not imply that candidates completing units in one qualification are automatically covering all of the content of the qualifications listed in the mapping. Centres are responsible for checking the different requirements of all qualifications they are delivering and ensuring that candidates meet requirements of all units/qualifications. For example, a qualification may provide knowledge towards another qualification, but centres are responsible for ensuring that the candidate has met all of the knowledge requirements specified in the qualification assessment criteria. These qualifications have connections to the Level 2 Diplomas in Aviation Operations on the Ground

Unit Number/Title

City & Guilds Level 2 Diplomas in Aviation Operations on the Ground Related units

201 Health and Safety within Aviation 4877-201 Level 2 Recognise airside hazards and minimise risks

4877-202 Level 2 Contribute to the maintenance of aviation health, safety and security

202 Aviation Security 4877-211 Level 2 Prepare loads for and receive loads from aircraft

4877-202 Level 2 Contribute to the maintenance of aviation health, safety and security

203 Aviation Communications 4877-203 Carry out effective communications and information transfer in an aviation environment

204 Airport Check In Services 4877-203 Carry out effective communications and information transfer in an aviation environment 4877-207 Level 2 Check in aviation passengers and baggage 4877-235 Level 2 Give customers a positive impression of yourself and your organisation 4877-236 Level 2 Deliver reliable customer service


205 Aircraft Boarding and Arrival Services 4877-201 Level 2 Recognise airside hazards and minimise risks 4877-203 Carry out effective communications and information transfer in an aviation environment 4877-208 Receive, call and escort passengers to and from aircraft

206 Airport Baggage Processing 4877-202 Level 2 Contribute to the maintenance of aviation health, safety and security 4877-233 Level 2 Identify and resolve aviation problems

207 Loading and Unloading of Aircraft 4877-229 Level 2 Load and unload aircraft

208 Airport Baggage Facilities 4877-233 Level 2 Identify and resolve aviation problems 4877-209 Level 2 Handle reports of lost or damaged baggage 4877-235 Level 2 Give customers a positive impression of yourself and your organisation) 4877-236 Level 2 Deliver reliable customer service)

209 Airport Special Status Passengers 4877-203 Level 2 Carry out effective communications and information transfer in an aviation environment 4877-207 Level 2 Check in aviation passengers and baggage

210 Aircraft Load Instruction Reports 4877-203 Level 2 Carry out effective communications and information transfer in an aviation environment 4877-202 Level 2 Contribute to the maintenance of aviation health, safety and security 4877-233 Level 2 Identify and resolve aviation problems

211 Aircraft Marshalling 4877-203 Level 2 Carry out effective communications and information transfer in an aviation environment

212 Support Flight Operations 4877-202 Level 2 Contribute to the maintenance of aviation health, safety and security 4877-203 Level 2 Carry out effective communications and information transfer in an aviation environment 4877-215 Level 2 Support aviation operations on the ground

213 Aircraft Dispatch Process 4877-211 Level 2 Prepare loads for, and receive loads from aircraft 4877-202 Level 2 Contribute to the maintenance of aviation health, safety and security 4877-233 Level 2 Identify and resolve aviation problems


Appendix 4 Sources of general information

The following documents contain essential information for centres delivering City & Guilds qualifications. They should be referred to in conjunction with this handbook. To download the documents and to find other useful documents, go to the Centres and Training Providers homepage on www.cityandguilds.com. Providing City & Guilds qualifications – a guide to centre and qualification approval contains detailed information about the processes which must be followed and requirements which must be met for a centre to achieve ‘approved centre’ status, or to offer a particular qualification. Specifically, the document includes sections on: • The centre and qualification approval process and forms • Assessment, verification and examination roles at the centre • Registration and certification of candidates • Non-compliance • Complaints and appeals • Equal opportunities • Data protection • Frequently asked questions. Ensuring quality contains updates and good practice exemplars for City & Guilds assessment and policy issues. Specifically, the document contains information on:

• Management systems • Maintaining records • Assessment • Internal verification and quality assurance • External verification. Access to Assessment & Qualifications provides full details of the arrangements that may be made to facilitate access to assessments and qualifications for candidates who are eligible for adjustments in assessment. The centre homepage section of the City & Guilds website also contains useful information such on such things as:

• Walled Garden Find out how to register and certificate candidates on line

• Qualifications and Credit Framework (QCF) Contains general guidance about the QCF and how qualifications will change, as well as information on the IT systems needed and FAQs

• Events Contains dates and information on the latest Centre events

• Online assessment Contains information on how to register for GOLA assessments.


http://www.cityandguilds.com/

Useful contacts

UK learners General qualification information

T: +44 (0)844 543 0033 E: [email protected]

International learners General qualification information

T: +44 (0)844 543 0033 F: +44 (0)20 7294 2413 E: [email protected]

Centres Exam entries, Registrations/enrolment, Certificates, Invoices, Missing or late exam materials, Nominal roll reports, Results


Single subject qualifications Exam entries, Results, Certification, Missing or late exam materials, Incorrect exam papers, Forms request (BB, results entry), Exam date and time change

T: +44 (0)844 543 0000 F: +44 (0)20 7294 2413 F: +44 (0)20 7294 2404 (BB forms) E: [email protected]

International awards Results, Entries, Enrolments, Invoices, Missing or late exam materials, Nominal roll reports


Walled Garden Re-issue of password or username, Technical problems, Entries, Results, GOLA, Navigation, User/menu option, Problems


Employer Employer solutions, Mapping, Accreditation, Development Skills, Consultancy

T: +44 (0)121 503 8993 E: [email protected]

Publications Logbooks, Centre documents, Forms, Free literature

T: +44 (0)844 543 0000 F: +44 (0)20 7294 2413

If you have a complaint, or any suggestions for improvement about any of the services that City & Guilds provides, email: [email protected]


Published by City & Guilds 1 Giltspur Street London EC1A 9DD T +44 (0)844 543 0000 F +44 (0)20 7294 2413 www.cityandguilds.com City & Guilds is a registered charity established to promote education and training

SP-02-4955


http://www.city-and-guilds.co.uk/

Level 2 Certificate/Diploma in Aviation Environment (4955)€¦ · Certificate in Aviation...

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